IT Service Desk Support Specialist II - IT Infrastructure and Operations

St. Peter's Health is hiring an IT Service Desk Support Specialist II - IT Infrastructure and Operations for an onsite role in Helena, MT. In this position, you’ll support end users by handling technology requests and incidents from intake through resolution, with a Level II focus on more complex hardware, software, access, connectivity, and application problems.

This role centers on timely, professional support aligned to SLA expectations. You will independently diagnose issues that may involve multiple systems or require escalation, and you’ll coordinate with other technical teams when needed to move complex problems forward.

What you’ll do

• Receive, prioritize, document, troubleshoot, and resolve technology-related requests and incidents, escalating issues as needed to meet SLA expectations.
• Provide advanced technical support for complex hardware, software, access, connectivity, and application issues.
• Independently diagnose problems that may span multiple systems or do not have established resolution procedures, and coordinate resolution with other technical teams when appropriate.
• Perform, at minimum, the responsibilities outlined for Level I.
• Handle escalated tickets and guidance requests from Level I, either advising or taking ownership of resolution.
• Lead complex, multi-factor troubleshooting beyond Tier 0 and Tier 1 scope.
• Determine when and how to escalate further (for example, to infrastructure, applications, or other technical teams), including clear ticket resolution and communication during handoff.
• Document incidents and contribute directly to knowledge base content by identifying gaps and creating new articles for recurring issues.
• Manage difficult or complex customer interactions beyond routine requests.
• Identify trends in recurring issues and recommend solutions, not just report them upward.
• Support and mentor Level I staff, including answering guidance requests on escalated or ambiguous issues.
• Participate in and own smaller projects.
• Exercise greater independent technical judgment rather than following fixed procedure.
• Adhere to defined SLA targets for escalated and complex issues, manage SLA risk on tickets nearing breach, and proactively communicate with end users.

Requirements and qualifications

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation, with experience working in a team-oriented, collaborative environment.
• Knowledge of basic computer hardware, including desktops, laptops, printers, mobile devices, and common peripherals.
• Working knowledge of desktop operating systems and familiarity with server environments sufficient to troubleshoot client-side issues and appropriately escalate server-related problems.
• Experience supporting Microsoft products, VPN, Endpoint, endpoint management tools, remote support tools, EHR platforms, and ITSM systems is preferred.
• Working knowledge of diagnostic utilities, including remote support tools (remote desktop or screen-sharing software), ping and tracert, and basic Active Directory tools.
• Familiarity with the fundamental principles of ITIL, particularly incident and request management.
• Exceptional written and oral communication skills, plus strong interpersonal skills focused on rapport building, listening, and questioning.
• Strong documentation skills.

Education and certifications

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in computer science, information technology, or a related field preferred, and/or one to two years of equivalent help desk or customer service work experience.
• CompTIA A+ certification preferred; ITIL Foundation certification a plus.

Technologies you’ll work with

• Microsoft products
• VPN
• Endpoint and endpoint management tools
• Remote support tools, including remote desktop and screen-sharing software
• Ping, tracert
• Active Directory
• ITIL and ITSM systems
• EHR platforms
• CompTIA A+
• ITIL Foundation
• Tier 0 and Tier 1